Responsibilities
Provide comprehensive technical support at customer sites, including mock-ups, product testing, warranty handling, and on-site assistance.
Handle and resolve customer complaints within 7 days, ensuring timely solutions and customer satisfaction.
Analyze and troubleshoot product-related issues through on-site assessments and collaboration with RS Lab and Quality Control to establish corrective actions.
Proactively identify, prevent, and resolve technical issues at existing customer sites to maintain service excellence.
Participate in testing processes and support the implementation of new products and technologies.
Coordinate with
Account Managers, Account Supervisors, Regional
Sales Managers, and Warehouse teams on site color testing, order forecasting, logistics, and issue management (e.g., product leaking).
Monitor competitors' activities at customer sites and provide insights to improve market approaches.
Maintain accurate and up-to-date CRM records, including visit reports, action plans, cases, and regulatory requests.
Prepare periodic progress reports and market trend analyses, providing recommendations to enhance service strategies.
Promote a positive company reputation and build long-term relationships with technical staff and key stakeholders at customer sites.
Requirements
College or University degree in a relevant technical field.
Minimum 2 years of experience in technical service, project support, or customer-facing roles within industrial or construction-related sectors.
Experience in complaint handling, product testing, and on-site technical support is highly preferred.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills, with the ability to build long-term customer relationships.
Ability to work independently and collaborate effectively across functions, including Sales, Supply Chain, and Technical teams.
Customer-focused mindset with a proactive approach to service delivery and issue resolution.
Detail-oriented, with strong organizational and time management skills.
Willingness to travel to customer sites for technical support, training, and testing activities.